IT Helpdesk Support Service Specialist

ECS; Huntsville (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Everforth ECS in Huntsville, AL seeks an IT Helpdesk Support Service Specialist to deliver front-line support for PC, server, and mainframe applications in a high-security environment. The role requires a TS clearance and willingness to work rotating shifts, including weekends and holidays, to support a 24/7 operation.

You will handle end-user inquiries, troubleshoot issues, and maintain detailed ticket records.

Qualifications

• Must have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.
• Demonstrated ability to thrive in a 24/7 operational environment
• Excellent interpersonal and customer service skills
• In‑depth knowledge of IT Service Management (ITSM) practices and processes

Responsibilities

• Serve as primary point of contact for end‑user IT inquiries (phone, self‑service portal, etc.)
• Triage, troubleshoot, and resolve or elevate tickets, ensuring detailed diagnostic notes for downstream teams
• Perform password changes/resets on all FBI enclaves
• Install, configure, and support desktop software applications
• Provide remote desktop support and first‑call resolution (FCR) whenever possible
• Keep customers informed of ticket status through resolution
• Advise end users on best practices to prevent issue recurrence
• Collaborate with management and other support entities to meet Service Level Agreements (SLA)
• Leverage metrics to drive efficiency and continuous improvement

Skills

Top-Secret Clearance

24/7 operations experience

Customer service

ITSM knowledge

Call center experience

Education

Bachelor’s degree or equivalent

HDI certification (preferred)

Tools

JIRA

Avaya telephony systems

Job description

Job Description

Everforth ECS is seeking an IT Helpdesk Support Service Specialist to work in our Huntsville, AL office. Everforth ECS is seeking a dedicated, TS-cleared Tier 1 Help Desk Support Administrator in Pocatello to deliver front‑line technical support for PC, server, and mainframe applications and hardware. You will support approximately 50,000 government and contractor end users both CONUS and OCONUS, including agents, analysts, and mission‑critical personnel combating terrorism, espionage, cyber threats, and major criminal activity.

Key Responsibilities

• Serve as primary point of contact for end‑user IT inquiries (phone, self‑service portal, etc.)


• Triage, troubleshoot, and resolve or elevate tickets, ensuring detailed diagnostic notes for downstream teams


• Perform password changes/resets on all FBI enclaves


• Install, configure, and support desktop software applications


• Provide remote desktop support and first‑call resolution (FCR) whenever possible


• Keep customers informed of ticket status through resolution


• Advise end users on best practices to prevent issue recurrence


• Collaborate with management and other support entities to meet Service Level Agreements (SLA)


• Leverage metrics to drive efficiency and continuous improvement

Shift Requirements

• This role involves shift work schedule to support our 24/7 operation, including weekends and holidays. Candidates must be flexible in their availability. While we make every effort to accommodate individual preferences, it is essential to understand that specific shift requests are not guaranteed and are assigned based on operational needs. Therefore, candidates should be prepared to work various shifts as dictated by management.

Required Skills

• Must have a current Top‑Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.


• Demonstrated ability to thrive in a 24/7 operational environment


• Excellent interpersonal and customer service skills


• In‑depth knowledge of IT Service Management (ITSM) practices and processes

Desired Skills

• Bachelor’s degree or equivalent combination of education, technical certifications, and hands‑on experience


• HDI certification (preferred)


• Direct experience with JIRA


• Minimum of one year of call center or help desk management experience


• Proficiency with Avaya telephony systems


• Familiarity with Agile project management methodologies


• Prior work on a Help Desk‑focused program


• Experience supporting SLA‑driven environments


• Background in government or law enforcement IT support

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

Everforth ECS is the federal segment of Everforth, a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission‑critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

We Value

• Attracting and developing top talent and high‑performing teams


• Fostering a culture that is engaging, accountable, and mission‑driven

Meet the challenge. Make a difference with Everforth ECS!